What has been your business/work highlight of 2024 so far?

Who is your business hero and why?

I rely on a wide range of mentors and leaders for advice. Each one offers different insights and experiences, making it hard to choose just one. Having access to these varied viewpoints helps me make better decisions and grow professionally.

What’s the biggest business mistake you’ve made and what did you learn from it?

During the State Championship two-mile race, I made a crucial error by kicking one lap too early. Initially, I felt deeply embarrassed. However, over time, I came to understand that mistakes are a part of life, and they often seem more significant in the moment than they actually are. The true measure of character lies in the lessons learned and how one responds to such setbacks.

What’s the most inspirational book you’ve ever read and why?

1. Bible – It is a redemption story.
“On Fire” by John O’Leary – This powerful memoir recounts O’Leary’s near-fatal experience in a house fire at age nine. He vividly illustrates how crucial the right support and guidance were during his five-month hospital stay and the challenging years of recovery that followed. O’Leary’s journey is not just about physical healing, but also about embracing his story and discovering his life’s purpose. The author’s resilience in the face of adversity offers profound inspiration.

Personal note: I had the privilege of interviewing John O’Leary, which added depth to my understanding of his remarkable story.

What’s the biggest challenge you face in your role in 2024?

The primary challenge I encounter is the underutilization of Contact Centers across many companies. The root of most Contact Center issues doesn’t lie in the technology itself. The problem stems from inadequate design or implementation that fails to align with the company’s specific needs and goals.

What technology will have the greatest impact on your business this year and why?

When used effectively, AI will significantly change my business and, more importantly, benefit all my customers. The key is to implement AI with a clear purpose, not just to follow trends or tick boxes. This thoughtful approach ensures AI becomes a valuable tool that drives real improvements and innovation.